Common EBT-Related Issues and How to Resolve Them

While the EBT system is generally reliable, you might occasionally encounter issues. Problems can range from a lost card to a declined transaction. Knowing the right steps to take can help you resolve these situations quickly and protect your benefits.

Lost Or Stolen EBT Card

Losing your EBT card or having it stolen requires immediate action to protect your funds. The first step is to report it missing to prevent anyone else from using your benefits. Here is how to handle the situation and get a replacement card.

• Call the Kentucky EBT Customer Service hotline at 1-888-979-9949 as soon as you realize your card is missing. This will freeze the account and prevent unauthorized use.

• Request a replacement card from the representative. You will need to verify your identity with personal information like your name, date of birth, and Social Security number.

• Confirm that the Department for Community Based Services (DCBS) has your correct mailing address on file for the new card.

• Your replacement card should arrive by mail in about 7 to 10 business days, though delivery times can vary.

• Once the new card arrives, follow the instructions to activate it, set a new PIN, and destroy the old card if you find it.

Forgotten, Compromised, Or Locked PIN

Your Personal Identification Number (PIN) is your key to accessing your benefits. If you forget your PIN, suspect it has been compromised, or have it locked from too many incorrect attempts, you can reset it easily. Follow these steps to secure your account.

• Call 1-888-979-9949 and follow the automated menu to change or reset your PIN. This service is available 24/7.

• You will be asked for your card number and other personal details to confirm your identity.

• Choose a new PIN that is difficult to guess. Avoid repeating digits or using obvious dates.

• If you write down your new PIN, store it in a secure location and never share it with anyone.

• For future changes, you can use the ebtEDGE website or mobile app to manage your PIN and freeze your card if you suspect tampering.

Delayed Or Missing Monthly Benefit Deposit

If your benefits haven't appeared on your card as expected, there could be several reasons. It might be a simple timing issue related to weekends or holidays, or it could signal a problem with your case that needs attention. Here’s what to do.

• First, check your deposit date against the Kentucky EBT deposit schedule. Payments scheduled for a weekend or holiday are typically issued on the next business day.

• Confirm your current balance to see if the funds have posted. You can check through the ebtEDGE portal, by calling the customer service line, or by using a free app like Benny.

• Look for any recent mail or messages from DCBS requesting paperwork for verification or renewal.

• If you have outstanding documents, submit them as soon as possible. Your benefits cannot be processed until DCBS receives all required information.

• If you suspect a system error, contact the DCBS Call Service Center at 855-306-8959 to report the issue and get a confirmation number.

Suspicious Or Unauthorized Transactions

Benefit theft can happen, so it is important to monitor your account for suspicious activity. If you notice transactions you did not make, you must act quickly to report the fraud, secure your account, and begin the process of recovering your stolen benefits.

• Regularly review your purchase history on the ebtEDGE portal, your last store receipt, or by calling the balance inquiry line at 1-888-979-9949.

• If you see unauthorized activity, immediately report the fraud to the hotline. Request that your card be frozen and a new one issued.

• Change your PIN right away, even if you are getting a new card, to block access to the compromised number.

• File a theft claim with DCBS by calling 855-306-8959. You may need to complete an affidavit to seek reimbursement for the stolen SNAP benefits.

• To prevent future theft, use the security features in ebtEDGE to freeze your card between uses and block out-of-state transactions when not traveling.

Card Declined At Checkout

A declined EBT card at the checkout counter can be frustrating, but it is often due to a simple, fixable issue. The problem could be an incorrect PIN, insufficient funds, or a security block on your account. Here is how to troubleshoot the problem.

• First, confirm you have a sufficient balance and that your card is not frozen. You can check this on the ebtEDGE portal or with a balance-checking app like Benny.

• If you entered the wrong PIN three times, the system will lock you out. Wait 15 minutes and then try again with the correct PIN.

• If you are traveling, log in to ebtEDGE to ensure out-of-state transactions are enabled on your card.

• Ask the cashier to run the card again or try a different checkout terminal, as the issue could be with the store's equipment.

• If the card is still declined, contact the EBT hotline from the store to document the issue and get further instructions.

Manage Your EBT Benefits and Get Cashback with Benny

With the free Benny app, you can monitor your EBT balance in real-time and receive cash back on qualifying purchases from stores like Walmart, Kroger, and Target. To get started, link your EBT card within the app. Once you have shopped, scan your receipt to get cashback on your SNAP-eligible items.

Download Benny to take control of your spending and get more out of your EBT benefits.